The bill amends the Florida Customer Service Standards Act by introducing a new requirement for state departments to implement a callback queue system for telephone customers. Specifically, it mandates that when customers contact a state department by phone, they should have the option to be placed in a callback queue. This allows them to maintain their position in line and receive a call back at a later designated time, rather than waiting on hold or having their call continuously ring.

The bill redesignates existing paragraphs within the statute to accommodate this new provision, which is inserted as paragraph (e) in subsection (4) of section 23.30. The effective date for this new requirement is set for July 1, 2025.